The Connected Retail Experience Customer Interactions Retail Will Change More Over the Next ﬁ Ve Years Your Customers Are Than the Last 50 Years

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Empowering Employees, Reinventing The Connected RetAil Experience Customer Interactions Retail will change more over the next ﬁ ve years Your customers are than the last 50 years. Source: Operating Seamlessly: Integrating Operations to Deliver the changing how they make Non-Stop Customer Experience, Accenture, 2013 purchases – their shopping journey is very dynamic, connecting with your business through a variety of channels, from online to mobile to store to social in the blink of an eye.

Millennials are 1.5X more likely than other generations to increase the frequency of their mobile purchases going forward.

Source: Accenture Seamless Retail Consumer Survey, Accenture, November 2012.

2 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. To support their non-stop and dynamic buying While using multiple channels journeys, your customers to shop is important to your want your sales channels customers, they still place high to properly respond value on your physical stores – whenever and wherever as a place to connect with your they want to buy. brand and complete purchases.

The #1 way retailers can 89% of consumers say the store is the improve the shopping journey easiest channel to complete a purchase. is by properly integrating their sales channels. Source: Accenture Seamless Retail Consumer Survey, Accenture, November 2012.

Source: Accenture Seamless Retail Consumer Survey, Accenture, November 2012.

4 5 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. 60% of consumers will pay more for a better customer experience.

Source: New Holiday Study Finds Consumers Willing to Pay More for a Positive 47% of shoppers reported Customer Experience, SDL (LSE: SDL), November 2013 better experiences when store associates consulted technology Today, value for your customers is not deﬁ ned tools, like tablets, for real-time product information. by price alone… Value is generated by their customer experience across the entire Source: Nearly 50% Of Consumers Believe They Are More In- shopping journey. formed Than Store Associates, Retail TouchPoints, January 2013

Receiving greater value is so important to For your customers, your customers that they are willing to share technology is playing personal information to get it. a more important role in enhancing their 73% of consumers prefer to do business with experience and creating retailers who use personal information to make value. their shopping experience more relevant.

Source: Today’s Shopper Preferences: Channels, Social Media, Privacy, and the Personalized Experience, Accenture Interactive, 2012.

6 7 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. What your customers are really looking for Simply, delivering is a connected retail experience: a connected retail experience greatly Consistent Engagement creating an easy, brand- impacts brand consistent shopping experience regardless of advocacy and loyalty channel – big inﬂ uencers of your success. Seamless Shopping delivering an end-to-end shopping experience that feels connected and seamless across channels The average customer mentions brands 90 times a week with family, friends and co- Personalized Attention providing personalized workers. Brand loyalty directly offers, promotions, and service across channels contributes to 38% of proﬁ t margin.

Memorable Interactions enriching the overall Source: Business2Community; 15 Social Media Statistics That Every Business Needs to Know, Erin Richards-Kunkel, February 26, 2013 customer experience before, during, and after a sale. Source: Customer Relationship Management: Marketing Mastery Matters, Accenture, 2007

Technology & Accenture Motor Vehicle Telecom AvAnAde helps Insight Dealers Do-It-Yourself Providers

retAilers redesign Hospitality (Restaurants We provide innovative & Gasoline how they work Apparel, Lodging) Stations Pharmacies retail solutions rooted in Footwear & (C-Store) CONNECTED RETAIL to deliver A leading retail practices. Accessories connected retAil EXPERIENCE: Consistent Engagement Food & Arts, experience. We create Beverage General Entertainment Seamless Shopping Merchandise & Recreation Personalized Attention new and truly Specialty Retail Memorable Interactions differentiating

ways for you to Optical Goods enrich and elevate Travel Automotive We focus on empowering … to reinvent how you interact (Airlines, Big Ticket Trains) your employees… with your customers the customer experience.

10 11 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. We can help you deliver a connected retail experience Avanade Y LOG INSI by addressing ﬁ ve key business imperatives with our retail solutions: O GH N T H leverages C E T Retail industry a unique Transformative Power of 3 insights and leading business technology practices from Microsoft. for retail partnership from Accenture. with Accenture Empower your employees to Reinvent the way you interact and Microsoft deliver new value to your customers with your customers Innovative solutions and to help retailers proven delivery services deliver a from Avanade.

ENABLE connected retail IN ENRICH CAPTIVATE CAPITALIZE DIFFERENTIATE N O N seamless omni- OVATI the in-store customer with personalized on the use and with superior channel sales & experience digital marketing value of insight service experience service

12 13 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. Avanade Innovation: Mobile Point of Sale and Service Customer ENRICH Spotlight THE IN-STORE CUSTOMER We helped one of the world’s largest airlines deploy a retail point-of-sale EXPERIENCE and service solution, complete with advanced retail back-ofﬁ ce capabilities for merchandising and inventory management.

This helped the airline enrich how it Avanade applies innovative mobile, digital, and interactive engages with customers in-fl ight, as well as turn its planes into stores to generate technology connected with robust retail back-offi ce new revenue streams. capabilities to not only make your stores relevant, engaging, and personalized, but also to empower your store associates to make your stores a point of differentiation in your customers’ minds. Mobile point-of-sale confi gured for easy and fast ordering and payment in-fl ight.

14 15 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. Avanade Innovation: Assisted Selling Customer ENABLE Spotlight

SEAMLESS OMNI-CHANNEL SALES We helped one of the world’s largest retailers accelerate its omni-channel AND SERVICE goals by deploying a multi-channel order fulﬁ llment solution.

We integrated online ordering with in- store inventory and order management to enable customers to select in-store pick- Avanade can help you realize the operational excellence up for online orders in over 3,000 stores. needed to proﬁ tably deliver an omni-channel experience that deepens customer relationships. Our retail management technology and leading industry practices help you redesign and integrate your front- and back- ofﬁ ce processes to ensure the right products are provided at the right channel at the right price. Assisted selling with omni-channel integration providing a complete history of customer transactions to stores associates.

16 17 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. Avanade Innovation: Grab & Go Mobile Digital Marketing Solution Customer CAPTIVATE Spotlight

WITH PERSONALIZED DIGITAL We helped a Scandinavian fashion retailer bring window shopping to life by MARKETING delivering one of the ﬁ rst-ever interactive shoppable windows, complementing this retailer’s multi-channel marketing strategy and offering a new and modern way to interact with its customers.

Avanade applies innovate digital marketing technology, The solution enhanced sales by enabling customers to walk up to the window from personalized multi-channel marketing to interactive display and view the entire product digital displays and mobile marketing. These are designed catalog and make a purchase via their to captivate your customers through new and engaging mobile phone without entering the store – perfect for captivating customers when interactions that attract, educate, delight and ultimately the store is closed. convert interactions to sales -- across all of your digital Grab and go allowing customer to download product information from a channels. display to smartphone while in a store.

18 19 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. Avanade Innovation: Retail Dashboard Customer CAPITALIZE Spotlight ON THE USE AND VALUE OF We helped a leading European retailer INSIGHT redesign its business intelligence layer to provide better customer and business insight via one information platform across the entire enterprise.

This retailer now beneﬁ ts from increased insight and control over decisions with Avanade can help you apply sophisticated business analysis the ability of advanced analysis down to a very detailed level, based on up-to- that turns data into actionable insight. We help you create date point-of-sale and other sales and business and customer insight from data gathered across operational data. your sales channels and business operations, and then apply this insight to drive personalization that enhances Mobile-enabled Retail dashboard providing fast information to retail store manager the customer experience and the operational changes to make adjustments to improve the customer experience. that drive greater proﬁ tability.

20 21 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. Avanade Innovation: LiveChat Agent with CRM Integration Customer DIFFERENTIATE Spotlight

WITH SUPERIOR SERVICE We helped a Japanese retailer redesign its in-store work processes to enable employees to spend more time supporting customers.

Through new knowledge and collaboration tools, store employees gain immediate access to customer, product, Avanade can help you redesign your customer service and pricing, and inventory information as store operations processes through knowledge-rich and well as easier information exchange with collaborative business processes. These enable quicker headquarters to enable more accurate, and more accurate problem-solving, ultimately helping efﬁ cient, and personalized interactions with customers. to improve the customer experience. Our approach empowers your employees to realize the best results possible through anywhere, anytime access to knowledge, which is needed to expertly handle any customer inquiry or business problem. Live agent chat with store scheduling integration enabling real-time scheduling of in-store appointments.

22 23 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. Avanade solution portfolio for Connected Retail Avanade can help you realize a Connected Retail Experience

Business imperatives that gives your customers what they want!

Empowering Enrich the in- Enable seamless Captivate with Capitalize on the Differentiate Reinventing customer store customer omni-channel personalized use and value with superior employees experience sales & service digital marketing of insight service interactions … to give your Avanade business capabilities for retail Enabling … delivering on … that redesign customers solutions & key business how you what they innovations … imperatives … work … want! RETAIL MANAGEMENT STORE SOLUTIONS DIGITAL MARKETING BUSINESS INSIGHTS CUSTOMER SERVICE • Omni-channel sales & service • Assisted selling • Multi-channel marketing • Business intelligence (CRM) • Merchandising • Mobile Point of Sale • Content management • Social insight • Knowledge management • Product & pricing • Digital displays • Mobile marketing • Predictive analytics • Communication enabled • Enrich the in-store management • Kiosks • Interactive displays • Behavioral monitoring business processes • Supply Chain Management • Contact center customer experience • Finance • Enable seamless omni- • Retail management channel sales & service Avanade services for retail • Consistent Engagement • Store solutions • Empowering employees • Captivate with • Seamless Shopping • Digital marketing personalized digital • Reinventing customer • Personalized Attention USER EXPERIENCE MOBILE APPLICATION BUSINESS PROCESS BUSINESS MANAGED marketing interactions DESIGN DEVELOPMENT DESIGN INTEGRATION SERVICES • Business insights • Capitalize on the use • Memorable Interactions • Business collaboration Enabling capabilities and value of insight • Differentiate with superior service Microsoft technology Accenture industry insight & leading practices 24 25 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. Our commitment to you

Together with our partners, Accenture and Microsoft, we have developed Avanade Focus on the Insight-driven Global Commitment to Connected Retail -- a portfolio of retail marketing, sales, and service solutions built user experience solutions delivery innovation on Microsoft technology and Accenture industry insight and leading practices. Our retail solutions connect your customers and employees with the information and business processes that support a dynamic and omni-channel customer shopping journey -- one that brings the consistent engagement, seamless shopping, With over 20,000 Our solutions are proven We leverage Accenture’s professionals in more personalized attention, and memorable interactions your customers desire. to provide simple yet decades of retail than 20 countries, We strive to fi nd and compelling user experience and insight to holding the most offer the latest experiences that will provide you with the best Microsoft certifi cations of innovations that will We help you deliver that Connected Retail Experience. delight customers and possible solution to any company, we have create real results for Our fl exible approach allows you to apply the solutions and capabilities you need to enhance your employees’ differentiate your breadth and depth to your business. performance. business in the market. redesign how you work – empowering your employees to reinvent how you deliver you a successful We delivered a shoppable We adapted our mobile Our retail management solution. interact with your customers. window solution that point-of-sale solution to implementation program We have delivered retail helped a fashion retailer provide an easy-to-use is based on leading retail solutions from the US to increase sales. and effective solution for practices gathered by Sweden, from Japan to use in-fl ight for an airline. Accenture. South Africa.

26 27 Avanade Connected Retail Experience Avanade Connected Retail Experience ©2014 Avanade Inc. All Rights Reserved. ©2014 Avanade Inc. All Rights Reserved. We’re in a thought leadership frame of mind!

About Avanade Americas Avanade provides business technology solutions and Seattle managed services that connect insight, innovation and Phone +1 206 239 5600 expertise in Microsoft® technologies to help customers [email protected] realize results. Avanade, which is majority owned by Accenture, was founded in 2000 by Accenture LLP and Europe Microsoft Corporation and has 20,000 professionals in more London than 20 countries. Additional information can be found at Phone +44 0 20 7025 1000 www.avanade.com. [email protected]

Avanade and the Avanade logo are registered trademarks Asia-Paciﬁ c or trademarks of Avanade Inc. Other product, service, or Sydney company names mentioned herein are the trademarks or Phone +612 9005 5900 registered trademarks of their respective owners. [email protected]